Healthcare QA Team Lead: Scheduling & Coaching

Intugo; Región Centro; Presencial; MXN 320.000 - 383.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Mexican law benefits

30-day Christmas bonus

Food vouchers

Private medical insurance

Descripción de la vacante

Intugo is seeking a QA Team Lead to lead quality operations supporting healthcare contact center and patient scheduling teams on-site in Mexico. The role combines people leadership with hands-on quality management and direct client interaction.

You will drive scheduling accuracy, patient experience, compliance, and SLA performance, while coaching QA staff and aligning with Training and Operations to implement improvements.

Formación

• Experience leading QA operations in a contact center.
• Proven ability to coach and develop QA teams.
• Strong knowledge of audits, calibration, performance management, and corrective actions.
• Ability to analyze quality trends and translate into coaching.
• Experience collaborating with Operations and Training teams.
• Excellent client-facing communication and presentation skills.
• On-site availability for required operating schedule.

Responsabilidades

• Lead and develop Quality Supervisors, Team Leads, and Analysts.
• Set performance expectations; conduct reviews and development planning.
• Build quality capability through targeted training from audit findings.
• Collaborate with Training and Operations to translate actions into improvements.
• Support employee engagement, retention, and leadership development.
• Serve as Quality SME for healthcare contact center clients.
• Lead client quality reviews and provide insights for executive reporting.
• Present trends, root-causes, corrective actions, and recommendations.

Conocimientos

QA leadership

Quality audits

Root-cause analysis

Coaching & development

Client/stakeholder communication

Quality performance management

Descripción del empleo

Intugo is seeking a QA Team Lead to lead quality operations supporting healthcare contact center and patient scheduling teams on-site in Mexico. The role combines people leadership with hands-on quality management and direct client interaction.

You will drive scheduling accuracy, patient experience, compliance, and SLA performance, while coaching QA staff and aligning with Training and Operations to implement improvements.